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Customer Service Representative

Concord Servicing

Chandler, Arizona

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JOB DETAILS
SKILLS
Authentication, Billing, Call Centers, Call Volume, Communication Skills, Consumer Finance, Consumer Loans, Cross-Functional, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Detail Oriented, English Language, Financial Services, Health Plan, Information/Data Security (InfoSec), Loan Operations, Loan Origination, Loan Servicing, Maintain Compliance, Microsoft Office, Multilingual, On Site Support, Operational Support, Payment Processing, Performance Metrics, Presentation/Verbal Skills, Privacy Protocols, Procedure Development, Regulations, Regulatory Compliance, Resolve Customer Issues, Security Policy, Security Protocols, Spanish Language, Time Management, Writing Skills
LOCATION
Chandler, Arizona
POSTED
2 days ago

About the Role:

Concord is a leading Loan Servicing Fintech company dedicated to delivering exceptional financial solutions. We are seeking an on-site Customer Service Representative to join our Contact Center team at our Chandler, AZ facility. As a Customer Service Representative, you will serve as a primary point of contact for customers, providing outstanding service while adhering to rigorous security and compliance standards. You will play a critical role in maintaining customer satisfaction, resolving account inquiries, and supporting loan servicing operations in a fast-paced, high-security environment.

Duties and Responsibilities:

  • Serve as the primary point of contact for solar loan customers via inbound and outbound phone, email, and chat channels
  • Handle inquiries related to loan account status, payment processing, billing disputes, and general account maintenance
  • Accurately document all customer interactions, resolutions, and follow-up actions in the loan servicing platform
  • Authenticate customer identity and maintain strict adherence to security protocols and data privacy requirements set by the solar loan originator
  • Escalate complex or sensitive issues to the appropriate team or supervisor in a timely and professional manner
  • Process payment arrangements, account updates, and service requests in accordance with established procedures and compliance guidelines
  • Meet or exceed individual and team KPIs including call handle time, first-call resolution, quality scores, and customer satisfaction
  • Participate in ongoing training to stay current on product updates, policy changes, and security requirements
  • Collaborate with cross-functional teams including Collections, Operations, and Compliance to resolve customer issues
  • Maintain confidentiality of all customer and company information in accordance with applicable regulations

Requirements

Qualifications:

  • 2–3 years of customer service experience, preferably in a contact center, financial services, or Fintech environment
  • Strong verbal and written communication skills with the ability to clearly explain complex financial information
  • Demonstrated ability to handle high call volumes while maintaining accuracy and professionalism
  • Proficiency with CRM platforms, loan origination/servicing systems, and Microsoft Office Suite
  • High attention to detail and commitment to data security and compliance
  • Ability to work onsite at our Chandler, AZ Contact Center — this is a fully onsite position

Preferred:

  • Experience in loan servicing, solar financing, or consumer lending
  • Familiarity with regulatory frameworks
  • Bilingual (English/Spanish) a plus

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Free Food & Snacks
  • Wellness Resources

About the Company

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Concord Servicing